Workforce Services Senior Analyst

8129 ASOL - Bangalore 10 SEZ Company; Bengaluru; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Accenture in Bengaluru is seeking a Workforce Service Senior Analyst to manage and resolve customer queries, handle escalations, and ensure resolutions within SLAs. The role involves overseeing dialer-based outbound campaigns, monitoring performance, and ensuring regulatory compliance.

You will work with the Customer Support vertical, perform data analysis to improve efficiency, and contribute to workforce management activities such as scheduling, training, and analytics.

Qualifications

• Graduation in any field.
• 5–8 years of experience recommended.
• Experience in customer support and handling escalations a plus.

Responsibilities

• Analyze and solve increasingly complex problems.
• Day-to-day interactions with peers within Accenture.
• Some interaction with clients and/or Accenture management possible.
• Work with minimal daily instructions and a moderate level of instruction on new assignments.
• May be an individual contributor or oversee a small work effort and/or team.
• Role may require rotational shifts.

Skills

Analytical thinking

Education

Any Graduation

Job description

Skill required: Workforce Dialer - Workforce Management (WFM) Designation: Workforce Services Senior Analyst Qualifications:Any Graduation Years of Experience:5 to 8 years

What would you do?

You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s. Workforce Dialer involves managing automated dialing systems to optimize outbound calling efforts. This role includes setting up and maintaining dialer software, monitoring call performance, and ensuring compliance with regulations. It also involves analyzing call data to improve efficiency and productivity. The goal is to enhance communication with customers and maximize the effectiveness of the calling campaigns. An institutional process that maximizes performance levels and competency for an organization. The process includes all the activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling and analytics.

What are we looking for?

Workforce Service Senior Analyst

Roles and Responsibilities:

• In this role you are required to do analysis and solving of increasingly complex problems
• Your day to day interactions are with peers within Accenture
• You are likely to have some interaction with clients and/or Accenture management
• You will be given minimal instruction on daily work/tasks and a moderate level of instruction on new assignments
• Decisions that are made by you impact your own work and may impact the work of others
• In this role you would be an individual contributor and/or oversee a small work effort and/or team
• Please note that this role may require you to work in rotational shifts

Any Graduation About Accenture Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com

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